Customer Services Officer

Singapore Airlines Limited; Cairns Regional; On-site; AUD 68,000 - 83,000; Full time

Job summary

Singapore Airlines Cairns Airport Team is seeking a highly motivated Customer Services Officer (full time) to uphold service, safety and security standards across airport operations. You will work with ground services partners to manage check-in, gate operations, baggage handling and customer interactions at various touchpoints.

The role requires understanding of traffic and operational functions, familiarity with Amadeus Altea, and the ability to work flexible hours in a busy environment.

Qualifications

• Experience in customer service roles with a focus on passenger service.
• Ability to manage time and stay organized in a fast-paced environment.
• Strong interpersonal skills and ability to resolve conflicts.
• Team player who contributes to a positive work environment.
• Proficiency with standard office software and computer systems.

Responsibilities

• Provide customer servicing across check-in, departure gate, baggage, ramp, arrivals, lounge and meal orders.
• Assist and coordinate delay handling procedures and crisis management at airport.
• Handle customer complaints and work toward solutions within control.

Skills

Customer service orientation

Time management

Interpersonal skills

Team player

Proficiency with office software

Tools

Amadeus Altea

Office software

Job description

We are seeking to appoint a highly motivated and skilled Customer Services Officer (full time) to join the Singapore Airlines Cairns Airport Team at Cairns Airport. The position is responsible for upholding Singapore Airlines' high customer service, safety and security standards whilst undertaking airport operation duties and working closely with ground services partners.

The successful applicant will be responsible for, but not limited to:

Provide and assist with customer servicing at all operational areas, including, but not limited to; check-in, departure gate, baggage, ramp duties, arrivals, lounge and meal orders, etc.

Assist and co-ordinate Delay Handling procedures and Crisis Management plans at airport.

Handling of customer complaints and use judgment to achieve solutions that are within scope of control.

Interact and assist passengers at respective touchpoints as part of daily duties.

Monitor and report on customer handling procedures performed by the handling agent and report on ways to further enhance our customer service standards.

Oversee and work closely with service partners in ensuring obligations are met by the handling agent to ensure a smooth, high quality, customer experience.

General traffic and in-flight administrative duties including vendor invoice verification.

Administer procurement, Finance and HR matters in accordance with company guidelines.

Leverage customer servicing tools (Customer Experience Management system) to improve customer experience.

Actively participate in station initiatives (eg. to improve revenue contribution, customer experience, etc

Any other duties as assigned by Station Manager.

The successful candidate will possess:

Sound knowledge and understanding of all traffic and operational functions including criteria such as check-in, ticketing, delay handling, crisis management etc.

A clear understanding of Amadeus Altea.

Strong service ethic, good time management/organisational skills and ability to work flexible hours, when required, in a busy environment.

Good interpersonal skills with internal/external customers and strong conflict resolution skills.

A strong team player who promotes team spirit and team unity.

Working knowledge of personal computers and common office software programs.

Able to help, when required, in other interstate/overseas Stations during times of crisis.

This is a full-time shift worker position - 76hours/fortnight. All candidates must be eligible to work in Australia, as evidenced by Australian citizenship or Permanent Residency status.

The position has a salary range of $67,969 - $82,992 inclusive of superannuation. The starting salary may be adjusted commensurate with experience and forms part of an overall salary package that includes superannuation, attractive travel benefits and subsidised health insurance.